Step availability | Knowledge Center

Use this reference to check which steps you can add in a conversational workspace or the automation workspace. Select a step's name for its setup instructions and expected results.

Your subscription and permissions determine which of these steps you can use. To choose where to work, see Workspaces.

Reuse

Step	Conversational workspace	Automation workspace
Run existing tool	Yes	No
Run existing workflow	No	Yes

Get information

Step	Conversational workspace	Automation workspace
Search knowledge	Yes	No
Search product feed	Yes	No
Get CDP data	Yes	Yes
Get Conversation transcript	No	Yes

Get input

Step	Conversational workspace	Automation workspace
Ask user	Yes	No
Prompt agent	Yes	No

Process data

Step	Conversational workspace	Automation workspace
Call API	Yes	Yes
Generate with AI	Yes	No
Decide with AI	Yes	Yes
Run code	Yes	Yes

Control flow

Step	Conversational workspace	Automation workspace
If / else branch	Yes	Yes
Wait	No	Yes
Go to step	Yes	Yes

Take action

Step	Conversational workspace	Automation workspace
Send campaign	Yes	Yes
Push CDP event	Yes	Yes
Set language	Yes	No
Trigger workflow	Yes	No

Finish

Step	Conversational workspace	Automation workspace
Return result	Yes	Yes
Handover	Yes	No
Route to agent	Yes	No

When a step is unavailable

First check the selected workspace against the tables above. Then check any explanation shown for the step in the picker.

Get CDP data, Push CDP event, and Send campaign require the CXP (CDP v2) application. Search product feed requires Product Feed.

If the picker cannot check your installed applications, reopen the tool or workflow builder to try again. This message does not mean the application is missing. If the message says the required application is unavailable, ask your CM.com account manager to check your access.

Run in parallel is being phased out and is not offered in new flows. Existing flows that use it keep working and can still be edited.

Results in automation workflows

Return result ends an automation workflow. When another workflow calls it through Run existing workflow, the calling workflow can use that result. A workflow started through Trigger workflow does not send its result back to the conversation.